• Respond to inbound service desk calls and self-service support tickets. • Troubleshoot basic hardware, software, network connectivity, access, and endpoint issues. • Document issue details, troubleshooting steps, and resolution status in a ticketing system. • Use prior records and problem-solving skills to help identify root causes. • Escalate unresolved incidents to appropriate Tier 2, Tier 3, or resolver teams. • Provide timely, accurate, and professional support to end users. • Support full-time service desk coverage requirements.

• Serve as the primary point of contact for customer questions across email, social media, community forums, and support tickets • Troubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI-assisted Zookeeper features • Investigate customer-reported bugs, gather reproduction steps, and partner with engineering to resolve issues • Escalate complex technical issues while maintaining clear communication with customers • Create and maintain support documentation, FAQs, tutorials, and knowledge base articles • Identify common customer pain points and proactively recommend product improvements • Assist customers with onboarding, account management, subscriptions, and licensing questions • Monitor support metrics and help improve response times and customer satisfaction • Act as the voice of the customer by providing structured feedback to Product and Engineering teams

Role Description CBIZ, Inc. (NYSE: CBZ) is a leading professional services advisor to middle-market businesses nationwide. With industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers actionable insights to help clients anticipate what is next and discover new ways to accelerate growth. CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers. Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. Qualifications - Industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology. - Ability to deliver actionable insights to clients. - Commitment to creating an environment of appreciation and recognition. - Opportunities for personal and professional growth. Requirements - More than 9,500 team members across 23 major markets coast to coast. Benefits - Employer of choice with a focus on team member appreciation. - Opportunities for career growth. Company Description CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.

• Experience with information technology with an emphasis in helpdesk support and customer service. • Reviews, analyzes, and evaluates complex systems and user needs to enhance the overall operational system. • Resolves operational issues, coordinates work with programmers, and orients users to new system. • Provides system Helpdesk support and elevated Helpdesk Support. • Compiles and reports environment usage data through various documents. • Develops and maintains documentation to summarize usage; Maintain database to track license inventory and other environment metrics. • Leads and/or assists onboarding new team members and training existing team members on new tasks as necessary • Supports the implementation of performance metrics and process improvement efforts. • Ability to communicate clearly and effectively with Government clients. • Self-starter that can work on tight deadlines.